I purchased a 40" HDTV in February 2008. The first unit I purchased I returned the same day to the Sam's Club where I purchased it since it work NOT work at all. They replaced the unit with another one. Now the intergrated DVD player in the TV will not accept disks. I called the Westinghouse Customer Service who tried to troubleshoot the issue over the phone. It was determined that it would haave to be serviced. Since they did not have my registration information on file I had to fax the proof of purchase t them before they would advise me on how to proceed. I provided them with the required information only to find out they want me to ship the unit to California from Kentucky at my expense for warranty work. They state that it can not be returned to the Sam's Club for a repalcement since it's out of that 30 day window. They did provide me with the nearest service center which is in Nashville, TN, a 2 hour one way drive. I'm sure shipping cost for a 40" LCD TV to California would be in the hundreds of dollars. What is a consumer to do to get satisfaction?

April 12, 2008


President of Westinghouse Digital Electronics, LLC
12150 Mora Drive
Santa Fe Springs, CA 90670


Ref: Model LTV32W3HD


Dear Sir/Madam,

You will find enclosed a copy of a complaint that I filed with the Better Business Bureau on April 12, 2008. I would like you to note this matter has been ongoing with your Company since December 2007 and as of today, April, 12, 2008 is still unresolved. I would like you to review my records so that you can appreciate the level of frustration and aggravation that I am feeling.

My first phone call to your Company was December 15, 2007 to officially notify Customer Service that I was encountering a problem with my new LCD HD television. Prior to this phone call I replaced my HDTV satellite receiver and my HDMI cable. The problem continued. I contacted Customer Service department again and was advised to ship the television at my own expense to your Company in California. I was not prepared to do this as I know the television was under the manufacturers warranty. A Manager approved a prepaid UPS label and I received the instructions to ship the television. I incurred the expenses of purchasing a box large enough to ship the television and packaging. Approximately two weeks later to my surprise I received a refurbished television. After installing and viewing for less than one hour, the replacement television lost it’s picture. I immediately contacted Customer service and went through the whole process again. Only this time it was more difficult to receive an RMA# and a prepaid UPS label. I was given many excuses and spoke with numerous Managers and each time I was given the run around. I was also told that the serial number of the refurbished television was incorrect and therefore could not get a RMA# or a prepaid label. I verified that the number was the only number available. Meanwhile, I awaited to hear from several different Managers who said they would contact me with an update. This did not happen. Eventually, I received a prepaid UPS label via UPS and not through my e-mail address as I was told. The refurbished television was shipped to your Company on March 27, 2008. On April 9, 2007 I spoke with yet another Manager who advised that he would submit a status report at Corporate level and that it should take no more than two days to have an answer. He said that I should expect a phone call or an e-mail message. As of today, April 12, 2008, no one from your Company can tell me anything about the status of my television. I placed another phone call to Customer Service and they are unable to provide me with any information.

I hope you can understand my position. It should not take this length of time to process a request as simple as this. I would also like to express my dissatisfaction in receiving a refurbished television in place of a newly purchased one. I do not have much confidence in receiving yet another refurbished television that was scratched and not the same model that I had originally purchased.

I would like this matter to be resolved immediately. I would like a written response to this letter explaining how you are going to handle my case. I just completed remodeling my basement in my new home. I was going to purchase a larger Westinghouse LCD TV as I was impressed with the picture quality and value for money but, after going through this experience I am sad to say that I am unsure if I will purchase a Westinghouse product again.

I await your response and resolution to this problem.